FTTH Service Assurance Manager

Role Summary:

• This role requires a strong operational leader with a passion for customer experience, people development, performance management, digital transformation and continuous improvement.

• The successful candidate will be responsible for driving an exceptional, consistent and efficient customer experience across all contact centre channels, including voice, email, ticketing, WhatsApp, digital messaging, social media and AI-enabled customer interactions.

Responsibilities:

• Omnichannel Contact Centre Management

• Lead and manage the day-to-day operations of the FTTH Contact Centre across all customer interaction channels.

• Develop and implement operational strategies, policies, procedures and service standards aligned with business objectives.

• Drive service delivery performance through effective management of KPIs, including CSAT, first-contact resolution, response and resolution times, repeat contacts and service levels.

• Monitor customer enquiries, complaints, service requests and escalations to ensure timely and effective resolution.

• Analyse operational trends, identify recurring service issues and collaborate with relevant stakeholders to drive root-cause resolution.

• Prepare and present management reports highlighting operational performance, risks, trends and improvement initiatives.

• Ensure appropriate troubleshooting is completed before escalating technical queries to Logical Operations or the Network Operations Centre (NOC).

AI, Automation and Digital Enablement

• Lead the adoption and operational management of AI-enabled customer service solutions, virtual agents, agent-assist tools and automated workflows.

• Identify opportunities to automate customer journeys while ensuring seamless escalation to human agents where necessary.

• Monitor AI performance, resolution rates, customer feedback and handover quality.

• Ensure AI-enabled processes comply with approved business practices, governance, information security and POPIA requirements.

People and Performance Management

• Lead, coach and develop a high-performing contact centre team.

• Set performance objectives, monitor individual and team performance, and implement appropriate improvement interventions.

• Ensure effective resource planning, workload allocation, capacity management and absence management.

• Drive employee engagement, accountability, skills development and a culture of service excellence.

• Manage performance and employee relations matters in accordance with company policies and procedures.

Continuous Improvement, Governance and Financial Management

• Identify and implement improvements to customer journeys, operational processes, systems, knowledge management and quality assurance practices.

• Collaborate with internal stakeholders to eliminate service delivery bottlenecks and improve end-to-end customer resolution.

• Monitor expenditure against approved budgets and recommend corrective actions where required.

• Oversee the timely and accurate processing of Contact Centre invoices and claims.

• Ensure operational compliance with company policies, regulatory requirements, quality standards, information security and POPIA.

Qualifications Required:

• Matric

• Relevant tertiary qualification at NQF Level 7 or equivalent, preferably in Business Administration, Operations Management, Customer Experience, Telecommunications, or a related field.

Work Experience:

• 5-10 years' experience leading customer service, customer operations or contact centre teams in a supervisory or management capacity.

• 2-3 years' experience managing and reporting on omnichannel contact centre performance across voice and digital channels.

• Exposure to AI, automation and technology-enabled customer service environments.

• Telecommunications or fibre industry experience (advantageous.)